User unable to Login on ServiceNow App on Mobile device

[Dan A1]

We have a user who is unable to sign into ServiceNow app on a mobile device. Any troubleshooting assistance will be appreciated. See details below.

• Instance - London
• Mobile Device - iPhone
• User is able to access the Desktop version via website
• User is able to download the ServiceNow app on device
• When user logs in with credential it keeps spinning as if trying to login but never logs in (See attached Image)
• User is unable to login on someone's else's device where the ServiceNow app works okay
• Other Users are able to login on the affected user's device
• Confirmed to be issue with affected user's account but not sure what could be the issue.
• See attached image

[Narendra Kota]

Hi,

In the instance please check, if the user is at all registered under this module with any previous mobile device.

https://<instance_name>.service-now.com/sys_mobile_devices_list.do?sysparm_userpref_module=17fbe0639...

If so, then try to clear the old device, and then ask him to retry.

Hope this helps.
Mark helpful or correct based on impact.

Thanks.

[Dan A1]

Thanks Narendra. Neither the User nor the device is not showing up in this module

[iUnique]

Hi Dan,

did you find a solution for your problem? I'm currently facing the same issue, and did not find anything, except this post 😞 

The purposed solution from Narendra doesn't work...

[Community Alums]

Hi

Did you ever find a solution for this? I am experiencing the same issue I'm not sure how to resolve this.